So, by coincidence, both the Subaru and the Sienna need to go in for service. So … why not compare the two experience?
Today: John Elway Subaru West, and a review thereof.
Making the appointment: Easy-peasy. I called the main number last week, got transferred to the Service Desk, and made the appointment for 7:15a.
Interestingly, when I picked up my car, they’d already penciled me in for an appointment in three months — leaving me a little card in my car, with a promise to call me a few days beforehand. Probably a good thing — keeps me from starting to think about it when my odometer hits the magic number, which usually means a few weeks more before I get around to doing it. On the other hand, it’s probably good for them, too, if it pulls back business faster.
Dropping off the car: Drove up at 7:15a on the dot. The bay was open. Pulled in, undid my keys, stepped out of the car. All the service reps were busy with other customers. Well, some of them were; some appeared to be hard at work on their computers. Others were hanging out, chit-chatting. The official “I Drive Your Car Away” guy greeted me. And then I waited. And waited. And waited some more. Looked at the big posters of cool
accessories. Waited. The official “I Drive Your Car Away” guy moved my car forward to the front of the bay (asking me first). And waited.
Finally, Trent came up and asked me what I was doing and needing and all. Friendly. Checked the mileage. Figured out from the records what I needed (small fluid change option, plus I wanted new wipers). Did a visual inspection around the car, plus under the hood. Assured me the car would be ready by 2.
Shuttle from the dealership: I asked about a shuttle back to the office, and he pointed out where they were and that one would be leaving in a minute. And so it was, and (aside from it running across the street to the Chrysler dealership first) it was a quick trip (I was closest).
The guy wasn’t very familiar with the area, though. Most shuttle drivers I encounter know the Denver West complex pretty well. He’d heard of it, but didn’t know where Building 2 was in the complex.
The driver asked me to fill out a form if I needed a pick-up. Wrote my name, number, address for pickup and time to be picked up.
Call Back: While out at lunch I got a call from the dealership, telling me me car was ready. I called Trent back, getting right through, and he confirmed it. I told him I’d filled out a form to be picked up by the shuttle (thinking it possible he could come and get me now, from where I was at lunch, saving me some effort later). Trent told me he’d tell the driver about it, and the driver would call me back.
No call back.
The Shuttle to the Dealership: Never did hear from the shuttle guy. Finally, approaching 2, I called the dealership. The switchboard switched me to the service desk. I sat on hold for several minutes, then hung up and redialed. The lady recognized my inbound caller ID and quickly switched me to the service desk again. Again, I waited on hold for several minutes. I hung up once again (it now being 2:10 or so) and tried a third time. The switchboard
lady again recognized I was trying to get through, and tried to help me — it turned out she could connect me with the shuttle guy directly. Thank heavens.
So I talked with a shuttle guy, and he said he could be there in 5 minutes. And, in fact, he was. It was a different fellow than the one who had dropped me off. I didn’t ask why I hadn’t heard from him, why my 2 p.m. form had been ignored, etc. Dude dropped me off straight-away.
Picking Up the Car: Immediate response when I got back. Trent sent someone to bring the car around, and described the charges before sending me over to the cashier’s desk. I paid, went back to Trent to get my key (after showing my receipt), and headed off.
Customer Service Feedback: Previously JESW has used phone follow-up calls, and the service reps always asked if there was anything they’d done less than a top score, and, it not, would I tell the callers I was giving them top scores?
Now, instead, they have a postage-paid post card soliciting info, though the service-related questions — was I greeted and welcomed, how satisfied overall was I, and how can they improve — is pretty sketchy.
Summary: Overall, a decent experience. B-, if I had to give it a grade. The service was good and handled professionally, but the service reps too easily get busy, leaving me standing there when I arrived, and leaving me on hold for fifteen minutes. The whole shuttle bus thing is not handled well, either. But they have a nice facility, and do good work, so I’ll continue to use them.
Tomorrow: Stevenson Toyota West.